Become a Champion in the Eyes of Your Tenants

Commercial Real Estate (CRE) Building Tenant Satisfaction and Education

Although this year is a little bit of a different story,  you may have heard about the Boston Red Sox going from worst to first last year – and becoming World Champions! According to Bleacher Report and many diehard fans, Red Sox GM Ben Cherington formulated the winning strategy that fashioned the 2013 World Series Championship. Although his predecessor, Theo Epstein, gave the Red Sox two World Series, the team needed a creative roll out to get things going in the right direction.

For most teams it takes time to make such dramatic improvements, but Cherington deployed an expert strategy by virtue of his unique vision. His vision incorporated targeting “character” players, acquiring an unconventional but talented pitching staff, and procuring key trade deadline acquisitions. Each part of his vision was rolled out to the team in diverse ways.

Property managers can apply this same type of strategy when introducing property management software and change to their tenants. Below you will find some Cheringtonesque insight for an efficient tenant roll out and high adoption!

1. Offer Tenant Training Sessions: Solid tenant training delivers the highest adoption rates. Whether it’s via web sessions delivered by the system provider, or on-demand video tutorials, it is extremely important to give tenants the “why” and “how.” With proper initial explanation and training,  your tenants develop an immediate understanding of the service request workflow process and quickly learn how to navigate to the system – which reduces support questions. Initial training is great for enhancing your relationship with tenants, and it shows them that you are committed to delivering the best possible service.

2. Provide User Guides: While it’s great for tenants to be able to call for support any time they need, sometimes having a manual is even better for answering quick questions. Following tenant training, we at Building Engines send out a tenant user guide that provides step-by-step instructions on how to initiate and complete work orders, add a visitor, schedule a resource, and much more. We even provide links to webinars and product walkthroughs for tenants to watch at their convenience.

3. Show Them the Stats: Presenting tenants with a view of the work order process and visibility into the work orders is a great way to get them interested in enthusiastically using the software. The software will track all of the data entered into the system and allow for reports to be created showing performance feedback. The tenants should see how the performance feedback loops work and how their work order is much more than just a simple work request. This feedback can be used to improve practices, which in turn will allow for better faster service for the tenants. BEI clients routinely achieve a 70% improvement in documented tenant service delivery because of this module.

4. Execute an On-Time Deployment: It is important to pick an adoption date for the tenants to go live and start actively using the system. This day should be well-planned and reflect a realistic time that allows the property management staff to be fully-trained on all aspects of the system. Following through with your promises will give tenants a sense of your brand and the feeling that using a new system won’t be a burden.

5. Plan Social Events: Building-wide events will provide for some of the most memorable experiences for tenants. This type of event delivers a positive experience for the tenants and leaves them with a lasting impression of a great property management staff. The effort you put into the event will pay off huge during your long-term tenant relationship – and shows them they matter to you. Most importantly, tenants will have a chance to network and talk to peers about the new system and even get some usage tips!

Have you started experimenting with introducing a property management system to tenants? In what creative ways have you introduced your tenants to a work order system? Tweet us your answer at @BuildingEngines!